AI isn’t just a technology story — it’s an organizational one. From talent and transformation to data and decision-making, this season of Where AI Works uncovers how top executives are building the structures and the mindsets that make AI work at scale.

On this special recap and review episode, host Peter Cappelli looks back at the key takeaways from his conversations with Karalee Close, the Global Lead for Talent & Organization at Accenture; Vivian Sun, the Senior Director of Data & AI, Enterprise Architecture and IT Transformation at Jabil Incorporated; Greg Ulrich, the Chief AI & Data Officer at Mastercard; and Sohaib Perwaiz, the Group Business Engagement Lead at RBC Borealis. In each conversation, you’ll hear a first-hand perspective on how they’re guiding their companies through this transformational time, balancing innovation with governance, and experimentation with measurable business value. You’ll also get more of Peter’s expert analysis, including two important observations for any business leaders grappling with AI implementation within their own organizations.

Episode Highlights:

2:47 - Karalee explains how implementing AI requires a deep understanding of the roles and tasks within an organization, in order to re-skill employees as needed.

4:39 - Vivian talks about the first AI use-case within her organization, and how it served as a way to gain attention and support from executives.

6:42 - Greg discusses how AI implementation at MasterCard required not just alignment from internal stakeholders, but buy-in from other external partners as well.

8:36 - Sohaib shares RBC’s perspective on the importance of keeping “humans-in-the-loop”, especially as it relates to client relationships.

What happens when the volume and complexity of client needs outpace the capacity of even the world’s biggest banks? And how can AI move beyond efficiency tools to actually enrich client conversations, deepen relationships, and reimagine frontline service?

On this episode of Where AI Works, host Peter Cappelli sits down with Sohaib Perwaiz, the Senior Director of Business Advisory at RBC Borealis — the Royal Bank of Canada’s enterprise AI solution development hub and center of excellence. Their conversation explores how AI is being applied across the enterprise, including inside the bank’s advice center, where generative AI is helping thousands of human advisors reduce call times, surface insights from vast pools of transaction data, and transform routine problem-solving into personalized financial guidance. This episode also unpacks the organizational realities of scaling AI in a highly regulated industry: how to design solutions that empower rather than replace employees, how to align technology with real business pain points, and why shifting from “shiny object” experimentation to value-driven implementation is critical for banks and other companies as they navigate the AI era.

Episode Highlights:

4:49 - Sohaib describes how generative AI is being applied within RBC’s call center to improve both productivity and the client experience.

11:21 - Sohaib explains why he thinks augmenting human agents with AI adds more value than replacing them with AI-powered chatbots entirely.

17:24 - Sohaib lays out how RBC is using machine learning to drive greater client retention in the mortgage aspect of its business.

What happens when AI isn’t just an add-on or a nice-to-have, but becomes part of the backbone of global commerce? And how can agentic AI be implemented successfully in an ecosystem that’s historically treated bots as malicious or fraudulent actors?

On this episode of Where AI Works, host Peter Cappelli sits down with Greg Ulrich, the Chief AI and Data Officer at Mastercard, to explore how one of the world’s leading payment technology companies is embedding AI across its enterprise. From internal copilots and onboarding tools to its groundbreaking “Agent Pay” initiative, the company’s goal is to both improve productivity and to create secure, trusted systems that allow AI agents to carry out transactions on behalf of consumers and businesses alike. Their conversation also goes beyond the technology to highlight the leadership, cultural, and organizational shifts required to scale AI in such a highly regulated industry, and why cross-enterprise collaboration is as critical as the algorithms themselves.

Episode Highlights:

5:44 - Greg lays out how online shopping and search are being augmented with agentic AI to give customers greater flexibility without compromising security.

11:04 - Greg explains how Mastercard separates legitimate transactions from fraudulent ones, and the increasing role of AI in making that determination.

16:45 - Greg discusses the variety of agentic systems working within Mastercard and how they work together to provide a seamless experience for the end-user.